Customer service

Returns and complaints

You have 30 days to return your order without giving a reason — also when it was shipped outside Poland.

30 days
to return, from receiving the parcel
14 days
to get your money back
Worldwide
returns from any country
Your cost
to send the parcel back

Return in 3 steps

  1. Tell us

    Any one of these is enough.

  2. Send the parcel

    NMM Sp. z o.o. (Vitaler's)
    ul. Kornela Makuszyńskiego 2a
    31-752 Kraków
    Poland

    You pay for the return shipping and send the parcel within 14 days of your request. We do not accept cash-on-delivery parcels.

  3. Get your money back

    Within 14 days of your request, using your original payment method. For cash on delivery — by bank transfer to the account you give us.

What we accept

We accept

  • factory-sealed products in their original packaging
  • orders from Poland and from abroad
  • part of an order — we refund the price of the returned products

We cannot accept

  • opened products or products with a broken seal
  • products with a short shelf life
  • cash-on-delivery parcels

Money and shipping

We refund the shipping cost when you return the whole order — up to the cheapest shipping option. We may wait with the refund until the parcel reaches us or you show us proof of sending.

Complaints

When
the product is faulty, arrived damaged or is not what you ordered
What to send
your order number, a short description and a photo
Where
the form in your order or kontakt@vitalers.com
How long
we reply within 14 days; we pay for sending a faulty product back

Returns FAQ

How long do I have to return my order?

30 days from the day you received the parcel. It is enough to send us your return request within that time.

Do I have to fill in a form?

No. You can use the form in your order, email us, or put the completed PDF form in the parcel. Any one of these is enough.

Can I return an order shipped outside Poland?

Yes. The rules are the same: 30 days, sent back at your own cost to ul. Kornela Makuszyńskiego 2a, 31-752 Kraków, Poland.

Will you refund the shipping cost?

Yes, if you return the whole order — up to the cheapest shipping option. If you return only part of the order, the shipping cost is not refunded.

Can I return an opened product?

No. For hygiene reasons we cannot accept opened products, products with a broken seal or products with a short shelf life.

My parcel arrived damaged. What should I do?

Take photos of the parcel and the product, then file a complaint in your order or at kontakt@vitalers.com. We will reply within 14 days.

Questions? Email kontakt@vitalers.com or call +48 12 446 64 98 (Mon–Fri 8:00–16:00 CET).